Comfort Call Newcastle received a Good rating across all inspected key questions (safe, caring, well-led) in this focused July 2023 inspection, with effective and responsive ratings carried forward from the previous 2018 inspection. The service demonstrated consistent staffing, safe medicines management, person-centred care, and strong leadership culture with no failure themes identified.
Strengths
· People received care from a consistent staff team with no missed calls and staff always on time
· Medicines were managed safely with regular competency checks and audits by management
· Staff treated people with dignity, respect and promoted independence
· People and relatives were empowered to make choices and were involved in care planning
· Open, honest culture with approachable management and regular staff supervisions and appraisals
Quality-Statement breakdown (15)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood
Comfort Call Newcastle was rated Good across all five key questions at its February 2016 inspection, demonstrating safe, person-centred care with effective staffing, training, and governance arrangements. Minor gaps were identified in care plan accuracy for one nutritionally at-risk individual and occasional MAR recording inconsistencies, both of which were being actively addressed.
Concerns (3)
minorCare planning: “One person...was prescribed a dietary supplement and at times needed assistance with eating and drinking. We noted this was not fully reflected in the person's care plan and monitoring of food intake was inconsistent.”
minorRecord keeping: “Any discrepancies, such as gaps where staff had not signed to confirm they had given medicines, were identified in the regular audits of the MARs.”
minorGovernance: “We noted that the quality assurance visit to one person had not highlighted the need to update their care plan.”
Strengths
· People consistently reported feeling safe and well cared for, praising staff as kind, caring and respectful.
· Robust safeguarding procedures in place with annual training and appropriate reporting to authorities.
· Sufficient staffing levels with flexible rosters, waking night staff, and on-call management support.
· Thorough medicines management including annual competency assessments and regular MAR audits.
· Staff received regular supervision (3-monthly), annual appraisals, and a wide range of training.
Comfort Call Newcastle received a Good rating across all five key questions at its October 2018 comprehensive inspection, with no concerns identified and evidence of continued improvement since the previous inspection. The service demonstrated strong person-centred practice, robust governance and medication management, and a well-supported staff team operating within a clear organisational vision.
Strengths
· People supported to be as independent as possible with clear, concise care documentation reflecting individual needs and preferences
· Robust monthly auditing system covering care documents, medication administration records, and accident/incident trend analysis
· Staff praised for their kindness, respect, and strong personal knowledge of each individual's likes and preferences
· Comprehensive safeguarding knowledge among staff and management, with appropriate escalation to local authority when concerns identified
· Themed supervisions covering record keeping, medication management, choking risks and continence, alongside on-site competency assessments